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5 Customer Metrics Every Manager Should Know

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Bernard Marr
Bernard Marr

Describes the 5 most important customer, sales and marketing KPIs every manager should know.

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5 Every Manager Should Know Customer Metrics
1 Net Promoter Score A measure of how likely a customer is to recommend your business to their friends. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
2 Customer Profitability A measure of how how much profit a customer (or a group of customers) are making the business. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
3 Customer Retention Measures loyalty, or how successful you are retaining your existing customers. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
4 Conversion Rate Measures how well you are turning prospects into actual customers. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
5 Relative Market Share Measures your share of a customer market relative to your competitors. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
For more on the topic, check out my LinkedIn Influencer blog: BLOG © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
© 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
Order Options: • Amazon US • Amazon UK • Barnes & Noble • Pearson © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
About This overview was put together by Bernard Marr, Founder and CEO of the Advanced Performance Institute. Bernard Mar is a bestselling business author, keynote speaker, strategic performance consultant, and analytics, KPI & Big Data guru. He helps companies with their big data strategies and trains teams to better leverage data in their companies. Read Bernard’s blogs: • LinkedIn Influencer Blog Connect with Bernard on: • LinkedIn • Twitter • Advanced Performance Institute © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.

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5 Customer Metrics Every Manager Should Know

  • 1. 5 Every Manager Should Know Customer Metrics
  • 2. 1 Net Promoter Score A measure of how likely a customer is to recommend your business to their friends. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 3. 2 Customer Profitability A measure of how how much profit a customer (or a group of customers) are making the business. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 4. 3 Customer Retention Measures loyalty, or how successful you are retaining your existing customers. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 5. 4 Conversion Rate Measures how well you are turning prospects into actual customers. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 6. 5 Relative Market Share Measures your share of a customer market relative to your competitors. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 7. For more on the topic, check out my LinkedIn Influencer blog: BLOG © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 8. © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 9. Order Options: • Amazon US • Amazon UK • Barnes & Noble • Pearson © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.
  • 10. About This overview was put together by Bernard Marr, Founder and CEO of the Advanced Performance Institute. Bernard Mar is a bestselling business author, keynote speaker, strategic performance consultant, and analytics, KPI & Big Data guru. He helps companies with their big data strategies and trains teams to better leverage data in their companies. Read Bernard’s blogs: • LinkedIn Influencer Blog Connect with Bernard on: • LinkedIn • Twitter • Advanced Performance Institute © 2014 Bernard Marr, Advanced Performance Institute, BWMC Ltd. All rights reserved.